Articles by Matt McGillicuddy

13 Feb 2023 | 2 min read

Interviews Marketing

How to leverage call insights to optimise B2B PR

B2B PR can be a huge growth driver – when you get it right. But, at a time when marketing budgets are super stretched, justifying spend on what is sometimes considered a “nice to have”...

8 Feb 2023 | 6 min read

Marketing

How to track, measure & improve call centre agent performance

What’s on your contact centre wish list for 2023? Faster training, reduced agent churn, increased customer satisfaction and boosted revenues? If you’re keen to transform your...

1 Feb 2023 | 4 min read

Marketing

How to use call deflection to enhance the customer experience

In an increasingly digital age, customers expect brands to raise the bar if you want their business. When it comes to gaining a competitive advantage, customer experiences are the new...

30 Jan 2023 | 1 min read

Interviews

What the heck are call drivers? Insight & Impact episode 1

Ready to take your customer intel to the next level in 2023? We’re delighted to launch our Insight & Impact series, a brand-new series where we look at the wonderful work our dedicated...

30 Jan 2023 | 5 min read

Marketing Digital Marketing

Learn to improve digital marketing ROI with Call Tracking

Whether you base your marketing success on how many leads you have in the pipeline, or the number of new customer wins, improving your bottom line is always going to be a priority. To...

26 Jan 2023 | 2 min read

Marketing

Pulse Check: 2022 – the year businesses failed on customer experience

Over the last 12 months, the UK has weathered many storms, from the rising cost of energy to soaring interest rates. As we reflect on 2022, one common trend arises – 2022 can be...

25 Jan 2023 | 5 min read

Marketing

How to improve your call centre reporting

When it comes to making your contact centre operations more efficient, data is king. Focused insights and reporting in your contact centre can show you what you’re getting right, and...

18 Jan 2023 | 5 min read

Marketing

3 winning strategies to boost customer retention in your call centre

What are your plans for the next 12 months to boost your bottom line? Sales and marketing teams are feeling the pressure to deliver, but it’s not always about the acquisition. The...

12 Jan 2023 | 4 min read

Marketing

Building brand loyalty: The true cost of bad customer experience

The UK is currently facing an economic crisis. The rise in the cost of living, soaring energy bills and mortgage withdrawals has meant that the average Brit will struggle over the next...